Operations - Process Manager

"Process Manager, Customer Support Quality & Escalations

Target Candidate Profile
""I’m open to an internal or external hire with 5–10 years in customer-support operations, quality assurance, or compliance auditing — someone who has run high-volume, rule-bound workflows and can find the root cause behind recurring escalations. Because all of our correspondence is email, exceptional written communication and de-escalation are non-negotiable. I’m also looking for someone who gives me leverage on the analytical side of the work — independently running queries, analyzing ticket data, and pushing on performance metrics rather than waiting on someone else to pull the numbers. This role is energized by diagnosing why escalations happen and closing the gap, not just clearing a queue.""
Source: Internal or External
Experience: 5–10 years
Domain: Customer support operations, QA / compliance auditing, or high-volume regulated workflows; contact-center/CX a plus
Key Skills:

Written Communication & De-escalation — Every customer touch is email, so each resolution is written. This person sets the standard for tone, clarity, and empathy in macros and agent replies and personally handles the hardest tier-2 written recoveries. Look for candidates who’ve owned high-volume written customer correspondence, not just internal documentation.
QA / Audit & Root-Cause Analysis — The core mandate is finding why tickets escalate and killing recurring drivers. Look for candidates who’ve audited high-volume workflows and turned findings into implemented fixes.
Data Fluency (self-serve) — The scorecard is reopen rate and resolution time; the role must self-serve on ticket/Zendesk data to manage to those and run the quarterly macro audit. Look for candidates who’ve independently queried and interpreted data (SQL / Trino / BI a plus) — not waited on an analyst.
Process Design & Standardization — This role builds the tier-2 triage and root-cause tracking workflow from scratch and standardizes escalation handling. Look for candidates who’ve built SOPs/workflows a team actually adopted.
Cross-Functional Stakeholder Communication — Root-cause value is only realized when drivers get routed to and acted on by upstream teams. Look for candidates who’ve influenced partner teams without direct authority."

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”